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Live Chat - operating hours update

LouisaMartin
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 397
Fixes: 1
Registered: ‎01-02-2016

Re: Live Chat - operating hours update

Morning Everyone

Just wanted to give an update on webchat operating hours.

This evening: Due to resource levels we need to close webchat at 9pm

Next week
Mon: 09:00 - 22:00 - due to resource levels we've taken the decision not to switch webchat on until 9am
Tue - Sun: 07:30 - 22:00 

From Tuesday morning we'll be back to full operating hours on webchat

Thanks

Louisa
rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,541
Fixes: 12
Registered: ‎01-12-2010

Re: Live Chat - operating hours update

@LouisaMartin

our Resource team and our Operations team to review the Chat closure procedure to ensure we have the appropriate staffing in place and all customers are serviced in the queue before the final Agent logs off.

 
So we can presume that there is a lack of adequate staff numbers to cope Roll_eyes
obviously you have not read @shutter post from several years ago Shocked  from 2009 i will remind you
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shutter
Community Veteran
Posts: 22,206
Thanks: 3,769
Fixes: 65
Registered: ‎06-11-2007

Re: Live Chat - operating hours update

@rongtw  I think she has..... at least, I hope she has... because I did mention it once or twice to her in PM`s  ! !

 

shutter
Community Veteran
Posts: 22,206
Thanks: 3,769
Fixes: 65
Registered: ‎06-11-2007

Re: Live Chat - operating hours update

@LouisaMartin  will this be prominently displayed as a NEW MESSAGE on the Live Chat access points/pages ?

LouisaMartin
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 397
Fixes: 1
Registered: ‎01-02-2016

Re: Live Chat - operating hours update

@rongtw  @shutter indeed I have!

Louisa
LouisaMartin
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 397
Fixes: 1
Registered: ‎01-02-2016

Re: Live Chat - operating hours update

will what be displayed as a 'new message' @shutter?

Louisa
rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,541
Fixes: 12
Registered: ‎01-12-2010

Re: Live Chat - operating hours update

@shutter  as i said it looks like they have a lack of staff Embarrassed but wont admit it

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samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
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Corsair 750HXI Psu , Phanteks Enthoo pro case .
LouisaMartin
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 397
Fixes: 1
Registered: ‎01-02-2016

Re: Live Chat - operating hours update

Oh we definitely have a lack of staff @rongtw and I admitted that below, last time you said I wouldn't admit it:

https://community.plus.net/t5/Plusnet-Feedback/Live-Chat-operating-hours-update/m-p/1473026#M78636

Louisa
shutter
Community Veteran
Posts: 22,206
Thanks: 3,769
Fixes: 65
Registered: ‎06-11-2007

Re: Live Chat - operating hours update

@LouisaMartin  the fact that Live Chat is closing early...i.e. 9pm...

 

Anonymous
Not applicable

Re: Live Chat - operating hours update

I wonder if the shortage of staff  is due to lack of available suitable candidates (unlikely as I'd heard that there was much unemployment up north), or lack of available funds in an unrealisticly low budget?

billnotben
Community Veteran
Posts: 7,689
Thanks: 2,164
Fixes: 2
Registered: ‎23-09-2010

Re: Live Chat - operating hours update

Reading this thread to quote Victor, I don't believe it.

Is this really a good example of how a business is run in the 21st century.

Seems to me plusnet don't necessary need more staff but they certainly need a new management.

 

WillyWombat
Newbie
Posts: 8
Thanks: 3
Registered: ‎10-05-2013

Re: Live Chat - operating hours update

@LouisaMartin may I just say thank you for taking the time to write a response to my post with an explanation and apology plus your PM, which goes a long way towards improving your corporate image when compared with the scripted robotic insincere round-the-houses nonsense I have put up with for years from the likes of T**kT**k, Thr** etc.

So, yeah thanks. Quite enjoying this forum actually, seems to be quite a banter going on with a few of your grumpy punters, praps I'll join in 😛

shutter
Community Veteran
Posts: 22,206
Thanks: 3,769
Fixes: 65
Registered: ‎06-11-2007

Re: Live Chat - operating hours update

@WillyWombat take a look at  "General Chat"  on this forum.... if you really want to have some fun....  we get up to all sorts of stuff on there  ! ! ! !>.

 

even putting the world to rights...

 

Welcome to the forums...

 

Alex
Community Veteran
Posts: 5,500
Thanks: 921
Fixes: 13
Registered: ‎05-04-2007

Re: Live Chat - operating hours update

Yes welcome, though sometimes it can get a bit Big Brother (TV) esque.
We should try and get Jeremy Kyle as a mod Smiley

billnotben
Community Veteran
Posts: 7,689
Thanks: 2,164
Fixes: 2
Registered: ‎23-09-2010

Re: Live Chat - operating hours update


@Alex wrote:

We should try and get Jeremy Kyle as a mod


He couldn't handle it.